Differences Between Departments & Contact Centers
    • 23 Feb 2024
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    Differences Between Departments & Contact Centers

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    Article summary

    The content discusses the differences between Dialpad's Departments and Contact Centers. While both options allow for call distribution to a group of users, they have distinct features. Departments are suitable for starting a business, while Contact Centers offer advanced capabilities like call monitoring and analytics, making them more beneficial as companies scale and call volumes increase. The article also mentions the availability of Dialpad Ai in specific countries and highlights that an Ai Sales or Ai Contact Center license is required to create and manage a Call Center in Dialpad.

    Departments and Contact Centers may appear similar at first glance, however, they are actually quite different!

    Both offer the ability to distribute calls to a group of users, but in brief, Departments are ideal for starting your business.

    As your company scales, and call volumes grow, you'll benefit from the advanced capabilities of a Contact Center such as call monitoring and advanced analytics.

    Let's take a look at the differences between Dialpad's Departments and Contact Centers.

    Department vs. Contact Center overview

    SUMMARYDepartmentsContact Centers
    Maximum Number of Seats

    Supervisors | Agents | Admins | Operators
    25200 for Pro, 500 for Enterprise
    Automated Response MenuYesYes
    Fax NumberYesYes
    Send & Receive SMS (US/CA)YesYes
    Hold QueueBasicAdvanced
    Custom Hold Music

    Yes

    * Available on Pro & Enterprise plans only

    Yes
    Automatic Call Recording

    Yes

    - Simple 'On or Off' controls

    * Available on Pro & Enterprise plans only

    Yes

    - Granular controls

    Manual Call Recording 

    Yes

    No
    Integrations with CRMs, etc.YesYes
    Analytics
    BasicAdvanced
    Call Monitoring (Listen In, Barge, & Take Over)

    Yes

    * User must have Admin-level permissions on an Ai Sales or Contact Center license

    Yes
    Live Call Transcripts (for Supervisor)

    Yes

    * User must have Admin-level permissions on an Ai Sales or Contact Center license

    Yes
    Real-Time DashboardNoYes
    Alerts (queue size, etc.)NoYes
    Customer Satisfaction (CSAT) SurveysNoYes
    Call DispositionsNoYes
    Wrap-Up TimeNoYes
    Agent Screen CaptureNoYes

    Department vs. Contact Center call routing

    CALL ROUTINGDepartmentsContact Centers
    Longest IdleYesYes
    Fixed OrderYesYes
    Round RobinYesYes
    SimultaneousYesNo
    Random OrderNoYes
    Skills-Based RoutingNoYes
    Call Waiting Yes, when using Simultaneous Yes, only when making outbound calls
    Queue PriorityNoYes

    Department vs. Contact Center hold queue

     HOLD QUEUEDepartmentsContact Centers
    Hold Queue Limits YesYes
    Delay AnnouncementNoYes
    Out of Hours QueueNoYes
    Unattended queueNoYes
    Advise Caller Position in QueueNoYes
    Allow Caller to Exit Queue to VoicemailNoYes
    Allow Caller to Request a CallbackNoYes

    Department vs. Contact Center Dialpad Ai 

    Dialpad Ai (US/CA)DepartmentsContact Centers
    Ai Call Summary YesYes
    Speech Coaching YesYes
    Real-Time Assist CardsNoYes
    Live Call SentimentNoYes

    * Dialpad Ai is only available in the US, Canada, Puerto Rico, Mexico, UK, AU and NZ.

    Department vs. Contact Center analytics

    ANALYTICS
    DepartmentsContact Centers
    Wait TimeNoYes
    Service LevelNoYes
    Customizable Short Abandon ThresholdNoYes
    Call Disposition UsageNoYes
    CSAT Survey ResultsNoYes
    Agent Status reports NoYes
    Real-Time DashboardNoYes

    Keep in mind that, in order to create and manage a Call Center in Dialpad, you'll need a Ai Sales or Ai Contact Center license.

    Want to learn more?
    Check out Dialpad University's free courses covering our products and services, as well as insightful tips and best practices.

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